[Resolved]  IFB — non-working washing machine and non-cooperative staff

Address:

New Delhi, Delhi, 110096

Hi,
I have an if washing machine (Out of warranty) which stopped working on 2nd may 2018 (Ticket no. [protected]). I registered a complaint and the technician visited me on 5th may 2018. Even, without checking the machine properly, he told me that a part has to be replace and would cost 4500. He even told me that only after replacing that part, he would know whether there is a problem with other parts as well. I asked him to replace the part. I even requested him to come at around 5'o clock in the evening (Their working timings are 12'o clock to 6 p. M) as i am working woman and cannot stay at home all the time. To this he replied that it would be too dark and he won't be able to work. After 2-3 days he gain called me and told me that he is coming to replace the part by 2 p. M. I requested him to come at 3 p. M so that i could return from work but he disagreed. I again called him and told him to come at 2 p. M but then he told me that he won't be able to come that day. Next day he again called me, i asked him to atleast give me a call before reaching my home. Ut, he denied and misbehaved with me. He talked very rudely to me and told me that i don't want to get may machine repaired. To this, i again registered a compliant on 10th may (Ticket no. [protected]) requesting them to arrange for some other technician and get my machine fixed. There was no follow-up to this compliant and after few days, i got a message that my complaint has been closed. I was not in town for next few day. When i came back, i again registered a complaint on 24th may (Ticket no. [protected]). To this the same technician called me on 25th telling me that i have to make an advance payment for the parts to be replaced. When i told him, the this is not the procedure anywhere, he told me to call the customer care. I called the customer care where the lady told me that no such clause is there and gave me the number of k. P agarwal ([protected]). I called him, he talked very rudely to me and told me that if i want to get my machine repaired, i have to make an advance payment. I again called the customer support and insisted on talking to a senior consultant. To this, my call was transferred to ms. Mehraz. She told me that if agarwal is saying like that, then it must be the case. When i asked her why i was not informed about this before by the customer care of the technician, she did not have any answer. She again called me back after 15 minutes and made me talk to mr. Nikhil (I think he is the area manager, delhi) and ritu. Nikhil herd me patiently, but he was also insistent that i have to make an advance payment because many times it happens that the customer gets the part replaced but refuse to pay for it (I don't know how). To this, i asked him as well that why i was not told this before and when the technician was ready to come before and denied later on, was he again coming without the part? Mr. Nikhil could not answer my apprehensions. Realizing that they are wrong, ritu along with mehraz played another trick. They put the blame on me that i have refused to make a payment before and therefore, they are asking for advance payment. When i inquired them about the details of their claim, they failed to tell me any details. Ritu told me that she would call me in 10 minutes and tell me what to do further. Till now i have't got any call.
This is how ifb staff is harassing and misbehaving with a senior citizen.
Thank you
Sudha vikram
Mob:[protected]